What it is:
Comm100 Live Chat is a professional tool that allows instant online communication between website vistitors and businesses, helping to promote sales and improve services.

How we use it:
We found this software after doing a Google search on live chat software. We were not initially planning to use a “free” product since we have had less than desireable experiences with free versions of meeting software. (side note: We currently use fee-based versions of GoToMeeting and GoToWebinar by Citrix which work very well.) But, we decided to experiment with Comm100 since we saw good reviews and our clients are always interested in free products that perform well.

The software has a desktop client version as well as a full-functioning web-based version. We opted for the web version since our support team, i.e. ‘operators,’ are from different cities and are often using more than one computer. One of the important differences between a meeting-type software and Comm100’s live chat is that there is no java applet, visitor download or plug-in needed to make it operational. All that is needed is a browser with an internet connection. The software works on iPhone, BlackBerry and other Java-based platforms as well.

The setup is fully customizable and can be branded with graphics unique to each website that we support with the software. We initially installed Comm100 Live Chat on the http://www.criminalthinking.net site, but shortly thereafter installed it on LoebigInk.com. An unlimited number of websites can be monitored and supported from the same window/interface. The admin web panel lets us know which website a client is visiting. (See Current Page column in the above image) and an “Info” tab (below) shows details about each visitor:

Other features include a “knock knock” sound when someone enters a page, that has the chat box installed, and a phone ring when someone requests a chat. The software has the ability to invite someone who is on the website to a chat by popping up an additional custom image that floats across their screen and we can easily switch from a text chat to a live voice discussion.

All this for free an we actually were able to speak with a live tech support person from Comm100 who answered all of our additional questions AND they sent us a followup message asking if we needed anything else! Five stars! With service like this Comm100’s customer base will continue to grow rapidly

Specifications:Server Side
No matter if you are using Windows, Linux, ASP, ASP.NET, PHP, SQL Server, MySQL or any other technologies, you can fully integrate Comm100 Live Chat into your web site.

Client/Visitor side
Comm100 Live Chat supports all major browsers on all major operating systems, including IE, Firefox, Safari, Opera, Chrome on Microsoft Windows, Linux, Mac OS and so on.

Cost:
The Comm100 Live Chat software is totally free. There are currently, as of 7/27/2011, no advanced options available for purchase. When I “chatted” with their Tech Support and asked how they generate revenue, they said they provide consulting services to large organizations and call centers who use their software and they are developing additional features that can be purchased in the future. They also said all the current features of the software will always remain free.

Full Disclosure:
We do not make any money or referral bonuses for reviewing or recommending this product. However, since we use and recommend this software, we are participating in Comm100’s partner program through a reciprocal web page. The reciprocal web page we developed for Comm100 is here.

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About Brian Loebig

Owner of LoebigInk.com, author of TheInkBlog.net, CriminalThinking.net and part-time Technology Manager for the Alliance for Performance Excellence, Brian has over 15 years of experience working in the quality improvement, human services and technology fields as an administrator and consultant. Brian has also worked as a practitioner and administrator in the corrections, substance abuse and human services fields with a special emphasis on technology. He continues to work with numerous community-based non-profits as a web technology consultant, board member and volunteer. Feel free to connect with me on Google +.

Thanks for the info. I think that live chat is a very powerful tool when it comes to customer support. However, I have been checking the Comm100 plans and features and I find it a bit overpriced (only a 15 days trial for free now). Having said that, the solution that I am using, Visitlead, offers the same features (routing, tracking, teamchat, visitor forwarding, etc.) in every of its versions for 4 time less the price. Definitely a better alternative: https://visitlead.com/alternative/comm100/